Description

Leonardo Arias: Information Technology

Leonardo Francisco Arias / 506 8453 7405 / leochisco@gmail.com

______________________________________________________________________

SUMMARY

•

Technical Support with over 10 years of working experience

•

Programming Languages: C++

•

CCNA modules 1 & 2

•

Electronics Technician

•

IT Maintenance and Support Technician

•

Advanced English

•

Advanced Portuguese

EXPERIENCE

•

SYKES LATIN AMERICA (Technical Support Trilingual, July 2011 – March 2014)

I provided Technical Support to routers and switches Cisco, I have knowledge in Putty terminal emulator to

verify WAN/LAN interfaces status, I dispatched technicians to fix the optical fiber, I provided support via

calls, tickets and chats in 2 different languages: English and Portuguese

•

IBM (Portuguese Service Desk, April 2014 – December 2015)

Password reset, I unlocked client accounts, I added and removed users from Active Directory groups, I have

knowledge in “Any desk” program to access remotely the user´s computer. I used Service Now to open

tickets. I provided support via calls and tickets only in Portuguese language

•

HEWLETT PACKARD (IT Support Analyst II for HP Brazil, January 2016 – December 2019)

Password reset, I unlocked user accounts, I have knowledge in Sales Force to open tickets, Office installation

and Repair, I created Distribution List and Shared Mailbox and added or removed users from them as well, I

fixed any issue with Outlook, I added printers to network, I connected users to Pulse VPN program, I provided

support via calls and tickets only in Portuguese language

•

INTER AMERICAN DEVELOPMENT BANK (IT Help Desk, January 2020 – 2024)

Password reset, I unlocked user accounts, I have knowledge in Service Now to open tickets, Office installation

and Repair, I fixed any issue with Outlook, I created Distribution List and Shared Mailbox and also added or

removed users from them, I added printers to network, I connected users to Global Protect VPN program, I

have knowledge in “Log Me In” program to access remotely the user´s computer, I provided support to users

with Virtual Machine (VDI), I have knowledge in Azure Active Directory / MS Entra ID. I provided support via

calls, tickets and chats in 2 different languages: English and Portuguese

EDUCATION

•

High School Diploma (Liceo Nocturno Alfredo González Flores)

•

Portuguese (Centro de Estudos Brasileiros)

•

English (Cultural Center of Languages)

•

Electronics Technician (INA)

•

IT Maintenance and Support Technician (IPEC – Barva)

•

Cisco CCNA (modules 1 & 2)

SKILLS

•

Knowledge and Experience in Networking and Electronics

•

Fluent in Portuguese and English

•

Knowledge and Experience in Software and Hardware

•

Excellent interpersonal skills

•

Experience in Remote Diagnosis and Troubleshooting

•

Knowledge and Experience in VPN (Pulse and Global Protect)

LANGUAGES

•

Advanced Spanish

•

Advanced Portuguese

•

Advanced English

Let's collaborate!

Thanks,

Jack Bosma

https://meetn.com/jackbosma

tutorjacknetwork@gmail.com

"Inspect what you expect."